Model Construction Of The Competence Of After-sales Technicians Of Household Electric Appliances And Its Application

In the era of knowledge economy, the status and role of human resources is more prominent in management activities, the management philosophy of people-oriented has been strengthened rencentely. A new human resources management system which has to guide the activities is needed urgently, for the traditional management model can't meet the need of the development of household appliances company. With much higher homogenization of household appliances products, after-sales is becoming an important territory to scramble by manufacturers and merchants, which is also a good way to improve the customer satisfaction, customer loyalty and corporate reputation. Because the work after-sales undertaken is more important, it is meaningful to construct the competence model of these kind of staffs .The study of competence model provide a common direction and specific body language, which can achieve the strategic objectives of the enterprises, and the performance objectives of the staff. After assessed and discriminated the key drivers, which cause the differences of individual performance, as the basic point to improving performance continuously. Then directing the employees to be high-performance according to play their competency advantage.Firstly, searching the literature both in domestic and abroad, the dissertation reviewed the current research and the theoretical knowledge, then presenting the theory and the practical significance. Secondly, through the comparative analysis, the dissertation uses the behavior event interview to get the text information for the study. Then chosing correlation analysis, independent samples T test and other methods in the statistical analysis to construct the competence model of after-sales technicians with the combination of qualitaty and quantitaty. This dissertation elaborates the connotation of factors and criteria of rating for the model. Comparing similarities and differences of competence models after analysis of the matching of competence with job responsibilities, the dissertation construct a model with better points. At last, the model is brought into training needs analysis. It makes eight kinds of schemes from three aspects. Optimistic coefficient graded approach was applied to the competence rating in training needs analysis. It improves the accuracy of rating results with interval segment score results instead of the results of the direct ratings. Then take a specific company training need as an example.